Learning and Enablement Content Developer

at  Genesys

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
The Role
The Curriculum Developer will be responsible for executing the strategic direction of department leadership in the development, implementation, and maintenance of training courses targeted to internal Support and Services employees. This role with liaise heavily with subject matter experts within the Product, Support, Customer Success, and Professional Services departments.

What You’ll Do

• Work under the direction of the Curriculum Design Manager and assigned SMEs to develop an instructor-led, role-based, course curriculum for internal Support and Services employees.
• Design, develop, and maintain course materials across various products and delivery channels including virtual instructor-led and self-paced learning.
• Work closely with Subject Matter Experts (SMEs) in Product Management, Customer Success, Professional Services, and Product Support to ensure training is aligned with business needs.
• Enable Product Training teams to teach new and existing training courses on topics such as product knowledge, technical troubleshooting, building and expanding customer relationships and more.
• Create validation activities to measure learning attainment of course objectives.

• Conduct needs analysis on all training course requests to ensure alignment with business needs.Review training survey scores and feedback to continuously improve training course quality.

Requirements

• Bachelor’s Degree or equivalent experience
• 2+ years experience designing, developing, and maintaining software training programs
• Excellent analytical and writing skills with a demonstrated aptitude for creating instructional content for both a technical audience and a business user audience
• Ability to quickly learn industry terminology, processes, and systems
• Proven ability to work effectively with subject matter experts and stakeholders
• Flexible, collaborative, team-oriented individual who shows initiative and holds themselves accountable.

• Experience using Camtasia, Adobe Captivate, or other instructional design content creation platformsExcellent leadership, communication, and project management skills

Nice to Have

• Background in contact center, technical support, or customer service training
• Background in the SaaS industry
• Graphic design skills
• Instructional design skills

If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit
www.genesys.com
.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase

• Work under the direction of the Curriculum Design Manager and assigned SMEs to develop an instructor-led, role-based, course curriculum for internal Support and Services employees.
• Design, develop, and maintain course materials across various products and delivery channels including virtual instructor-led and self-paced learning.
• Work closely with Subject Matter Experts (SMEs) in Product Management, Customer Success, Professional Services, and Product Support to ensure training is aligned with business needs.
• Enable Product Training teams to teach new and existing training courses on topics such as product knowledge, technical troubleshooting, building and expanding customer relationships and more.
• Create validation activities to measure learning attainment of course objectives.
• Conduct needs analysis on all training course requests to ensure alignment with business needs.Review training survey scores and feedback to continuously improve training course quality